justsaying
Member of DD Central
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Post by justsaying on Feb 28, 2017 14:06:15 GMT
So.....I have dared to complain to SS Customer Services about the "Stuck loan parts glitch" and the response from "Tim" in customer services beggars belief in my opinion - please someone tell me I'm being far too sensitive though and he is actually 100% correct and I should just calm down......... I quote: "This situation has resolved itself automatically as it always does, enabling the sale of your loanparts within a few hours. I'm not really sure why you are so angry. If you dislike the platform so much please feel free to sell all of your loanparts and withdraw your funds."Paul64 I know that its an ongoing problem, I know that it resolves itself but thats not really the point. I was really only looking for a "we're sorry" or a "we're trying to fix it" or maybe even a "we're hoping to resolve this in the next week", but I guess the response I got was just another sign of just how much they care about investor relations. If you don't like it, leave........ |
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Post by jackpease on Feb 28, 2017 14:14:48 GMT
I emailed in - a good few hours later it 'self unlocked' - so i emailed back and said 'its resolved itself'
'george' merely said "Great to see that it sold so quickly!" which i thought was missing the point somewhat, its not really much surprise that positive-day parts sell 'quickly' if they show up.
All this in contrast to RS which has also dealt a blow to savers but managing it well with uber helpful and polite operatives that make any annoyance melt away.
Jack P
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archie
Posts: 1,866 
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Post by archie on Feb 28, 2017 14:14:55 GMT
I think the response is appalling.  |
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Carter
Member of DD Central
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Post by Carter on Feb 28, 2017 14:34:45 GMT
I think it's fair to say SS don't really have a trained customer service team who always give the right response no matter how difficult or demanding the query or customer is. If you would like to disclose your email as you have their response then I'd give you a balanced view on the interaction.
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ferdy
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Post by ferdy on Feb 28, 2017 14:49:38 GMT
Well DFL3 has n't resolved itself ! There is still 24.69 showing as a sales queue even though there is nothing on main available loans page. It's been that way for days.
Appalling customer service. SS need to look at how MT handle issues. They might learn something about customer care.
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Post by Paul64 on Feb 28, 2017 15:08:27 GMT
Dear Justsaying
Thank you for your message.
I am aware that there can be glitches from time to time, but the situation normally always corrects itself.
Please let me review the full exchange and I will come back to you.
Kind regards
Paul
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Post by pepperpot on Feb 28, 2017 15:27:37 GMT
Dear Justsaying Thank you for your message. I am aware that there can be glitches from time to time, but the situation normally always corrects itself. Please let me review the full exchange and I will come back to you. Kind regards Paul From time to time? It's permanent. The glitch just gets passed to the next person selling a loan part (I'm not the first to say so). From an individuals account point of view, yes it corrects when someone else inherits the glitch, but it means there is money tied up in the loan that shouldn't be there. Can I ask where this money is held? Is it accessible by the borrower or the lender or neither. Are your client money controls not picking this up as something that needs attention?
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Post by supernumerary on Feb 28, 2017 15:30:10 GMT
So.....I have dared to complain to SS Customer Services about the "Stuck loan parts glitch" and the response from "Tim" in customer services beggars belief in my opinion - please someone tell me I'm being far too sensitive though and he is actually 100% correct and I should just calm down......... I quote: "This situation has resolved itself automatically as it always does, enabling the sale of your loanparts within a few hours. I'm not really sure why you are so angry. If you dislike the platform so much please feel free to sell all of your loanparts and withdraw your funds."Paul64 I know that its an ongoing problem, I know that it resolves itself but thats not really the point. I was really only looking for a "we're sorry" or a "we're trying to fix it" or maybe even a "we're hoping to resolve this in the next week", but I guess the response I got was just another sign of just how much they care about investor relations. If you don't like it, leave........ I always try to take a positive approach to Saving Stream and BTW, I don't work for them either. IMHO, something is 'stressing' this Company out at the moment!! I don't know what it is that is 'bugging' them, but ever since around the time of the launch of PBL143, there has, IMHO, been a change!!
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chunkie
Member of DD Central
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Post by chunkie on Feb 28, 2017 15:36:26 GMT
I've been in customer service for over 40 years and "If you dislike the platform so much please feel free to sell all of your loan parts and withdraw your funds" is one of the worst responses I've ever seen to a customer complaint. An appropriate response to that SS person might be "If you dislike your clients so much please feel free to resign and work somewhere else"
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ozboy
Member of DD Central
Mine's a Large One! (Snigger, snigger .......)
Posts: 3,168
Likes: 4,859
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Post by ozboy on Feb 28, 2017 15:49:16 GMT
"Red sails flags in the sunset", at least SS has shown its colours!!! 
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Post by Deleted on Feb 28, 2017 15:50:33 GMT
Wow, simply wow .....
Like others I'd be intrigued to read both sides of the conversation but frankly I can think of very, very few emails which would warrant such a response from a "professional" financial institution.
I worked in the family business when I was a teenager and my mum would have sacked me if I'd said that to someone.
I'm actually staggered ...... even though it's a genuine technical issue they suggested you leave for bringing it to their attention ...... and again wow !!
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vmail
Open image in a new tab.
Posts: 457
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Post by vmail on Feb 28, 2017 15:53:39 GMT
Can we see a copy of the email you sent, was it b*tchy or reasonable?
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jonno
Member of DD Central
nil satis nisi optimum
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Post by jonno on Feb 28, 2017 15:54:39 GMT
I've been in customer service for over 40 years and " If you dislike the platform so much please feel free to sell all of your loan parts and withdraw your funds" is one of the worst responses I've ever seen to a customer complaint. An appropriate response to that SS person might be " If you dislike your clients so much please feel free to resign and work somewhere else" I fully agree, but Assetz Capital started using this approach a while back when they started to get too big for their boots. That was the catalyst for me winding down my investments with them and I can feel the same thing happening here. But really, why should we be surprised? this is just the verbal interpretation of what they're doing with their rates.
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ozboy
Member of DD Central
Mine's a Large One! (Snigger, snigger .......)
Posts: 3,168
Likes: 4,859
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Post by ozboy on Feb 28, 2017 15:59:41 GMT
Ah yes, the wondrous AC ........................... |
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GeorgeT
Member of DD Central
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Post by GeorgeT on Feb 28, 2017 16:05:34 GMT
The response refers to the complainant being 'angry' which suggests some harsh words were written.
If the investor used foul and abusive language in their email then I would support a sharp response suggesting they clear off if they don't like it.
However, assuming the email wasn't x-rated, then that is a very unprofessional and disappointing response to a customer.
SS should remember they wouldn't have a business at all without customers/investors.
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